<h3>Job Description</h3>
Job Title: Help Desk Analyst 2 (Onsite) Location: Norfolk, VA Duration: 12+ Months
Job Description:
<ul>
<li>Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.</li>
<li>A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.</li>
</ul>
Skills:  SkillRequired / DesiredAmountof ExperienceOTRS Ticket System (or equiv)Required1YearsTDX IT Service Management (ITSM) Service Desk toolRequired1YearsHands on exp w/basic support and troubleshooting (such as password resets, printer configs, break/fix instructions, ticket routing)Required2Years
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Help Desk Analyst 2 (Onsite)

<h3>Job Description</h3>
Job Description:
The Help Desk Analyst is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Basic Functions:
<ul>
<li>IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.</li>
<li>Support of disaster recovery solutions.</li>
<li>Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.</li>
<li>Basic remote access solution implementation and support: VPN, Terminal Services, and Others.</li>
<li>Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.</li>
<li>System documentation maintenance and review in ConnectWise.</li>
<li>Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.</li>
</ul>
Additional Duties and Responsibilities:
<ul>
<li>Improve customer service, perception, and satisfaction.</li>
<li>Fast turnaround of customer requests.</li>
<li>Ability to work in a team and communicate effectively.</li>
<li>Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.</li>
<li>Escalate service requests that require engineer level support.</li>
<li>Responsible for entering time and expenses in ConnectWise as they occur.</li>
<li>Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.</li>
<li>Enter all work as service tickets in ConnectWise.</li>
</ul>
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
<ul>
<li>Advanced understanding of operating systems, business applications, printing systems, and network systems.</li>
<li>Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.</li>
<li>Diagnosis skills of technical issues.</li>
<li>Ability to multi-task and adapt to changes quickly.</li>
<li>Technical awareness: ability to match resources to technical issues appropriately.</li>
<li>Service awareness of all organization’s key services for which support is being provided.</li>
<li>Understanding of support tools, techniques, and how technology is used to provide services.</li>
<li>Typing skills to ensure quick and accurate entry of service request details.</li>
<li>Self-motivated with the ability to work in a fast moving environment.</li>
</ul>
Educational/Vocational/Previous Experience Recommendations:
<ul>
<li>MSP experience required.</li>
<li>Minimum two years of IT experience.</li>
</ul>
Benefits:
<ul>
<li>Competitive salary based on experience and qualifications.</li>
<li>Health, vision, and dental benefits covered 100% for employee.</li>
<li>Performance based bonus.</li>
<li>Full on the job training &amp; support.</li>
<li>Fun working environment and culture.</li>
<li>Great opportunity for advancement.</li>
</ul>
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
Job Type: Full-time
Salary: $19.23 - $33.65 per hour
Benefits:
<ul>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Paid time off</li>
<li>Vision insurance</li>
</ul>
Experience level:
<ul>
<li>3 years</li>
</ul>
Schedule:
<ul>
<li>8 hour shift</li>
<li>Monday to Friday</li>
<li>On call</li>
</ul>
Experience:
<ul>
<li>Help desk (Preferred)</li>
<li>Managed Service Provider (Required)</li>
<li>Windows 10/11 (Preferred)</li>
<li>Microsoft 365 (Required)</li>
</ul>
Work Location: Hybrid remote SouthLake, TX

Help Desk Analyst - SouthLake, TX

<h3>Job Description</h3>
<ul>
<li>Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems</li>
<li>Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly</li>
<li>Document all customer interaction with high attention to detail and accuracy</li>
<li>Update all tickets according to Service Level Agreements (SLA)</li>
<li>Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management</li>
<li>Recognizing and escalating more difficult problems</li>
<li>Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements</li>
<li>Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy</li>
<li>Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities</li>
<li>Assist with coaching/ training as needed</li>
<li>Other duties as assigned</li>
</ul>
Requirements
<ul>
<li>Experience in a technical support or customer service role preferred</li>
<li>Bachelor’s degree, technical degree or certifications preferred</li>
<li>Working knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies</li>
<li>Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware</li>
<li>Possess an energetic, self-starting mentality with value placed on integrity</li>
<li>Ability to work as an effective team member with the Crossfuze team, partners and internal staff</li>
<li>Strong English communication skills, both written and verbal</li>
<li>Ability and desire to learn new technologies as mutually defined</li>
<li>Ability to prioritize multiple tasks, anticipate situations, and take quick action</li>
<li>Ability to type at a speed of 40 words per minute or faster</li>
</ul>
Equal Employment Opportunity
Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.

IT Help Desk Analyst (Temporary)

<h3>Job Description</h3>
Summary The Helpdesk Analyst II position is the first line of support to resolve issues related to AFCs Electronic Health Record Systems and IT. This positions primary responsibility is to efficiently address issues reported by end-users, triage and escalate issues to upper-tier support, and provide consistent, professional internal and external communication
Essential Duties and Responsibilities
 Ability to communicate with users and management ensuring timely updates and status reports Ability to function in a high paced environment supporting healthcare professionals as they provide care for patients Experience supporting Windows Servers and workstations Practice and enforce security policies including MFA and Safe Practices Provide accurate and timely logging of incidents and resolutions in ticketing system Escalate problems as appropriate following proper policy and procedures Manage Active Directory environment managing over 1500 users Ability to troubleshoot printers and scanners Support and troubleshoot EMRs, Accounting, and other Business Applications Create and update knowledge base articles in Confluence for training and knowledge sharing Evaluate and recommend improvements to policy and procedures, software and hardware to Manager, Information Technology for review Gather and input data for regular reporting, decision making, planning and evaluation Maintain and assure confidentiality of data adhering to HIPAA privacy rules Support VOIP phone systems and users Utilize all available resources to conduct computer diagnostics to determine root causes of issues and resolve them
Other Duties and Responsibilities 5 Day work week including weekends rotating weekdays off and on-call
Qualifications
Advanced analytical and troubleshooting skills. Superior customer service skills. Above average interpersonal, verbal and written communication skills. Able to effectively work independently to resolve problems. Able to manage multiple priorities and follow through on projects to completion. Ability to work well in a team-oriented environment. Ability to successfully handle difficult situations and customers.
Educational Requirements
Associate degree in computer science or related field, can be substituted for 3-5 years directly related experience.
Physical Demands/Work Environment
Office environment. Extended use of keyboard, mouse and monitor. High attention to detail and ability to focus. Ability to reach, stoop, and lift up to 50 pounds. Potential exposure to potentially infectious material. Moderate noise level.

IT Help Desk Analyst II

<h3>Job Description</h3>
Company Description
  
Job Description
Job Responsibilities
<ul>
<li>Oversee the daily performance of computer systems and applications.</li>
<li>Answer user inquiries regarding computer software or hardware operation to resolve problems.</li>
<li>Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.</li>
<li>Confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.</li>
</ul>
Minimum Qualifications:
<ul>
<li>High School diploma or GED</li>
<li>Six months of IT Level 1 support experience handling customers, questions, and complaints, and/or providing information in a call center environment.</li>
</ul>
Qualifications
Preferred Qualifications
<ul>
<li>1+ years’ experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.</li>
<li>Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college</li>
<li>Knowledge of Apple iOS</li>
</ul>
Skill
Required / Desired
Amount
of Experience
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
Required
  
Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
Required
1
Years
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.
Required
1
Years
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Required
1
Years
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Required
1
Years
IT Help Desk Call Center exp
Required
Additional Information
All your information will be kept confidential according to EEO guidelines.

Level 1 IT Help Desk Analyst

<h3>Job Description</h3>
Aqueity is looking for a skilled IT Help Desk Support Analyst, who is responsible for handling service requests for our clients requiring IT support. The Help Desk Support Specialist will work on-site in Lombard, IL, with our service delivery team to support and triage incoming issues on the following technologies: workstations, printers, servers, networks, and vendor-specific hardware/software. The ideal candidate has a true passion for technology and learning, enjoys problem solving, and has excellent customer service skills. 
Responsibilities:
<ul>
<li>Provides IT Support relating to technical issues involving Microsoft’s core business applications, operating systems, and cloud services</li>
<li>Supports disaster recovery solutions</li>
<li>Provides technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security</li>
<li>Provides basic remote access solution implementation and support: VPN, remote services, and Citrix</li>
<li>Monitors the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets</li>
<li>Triages and classifies incoming service requests by gathering information from clients and computer systems</li>
<li>Documents and tracks all required information supporting accurate ticket reporting for the Service Desk</li>
<li>Resolves service requests during the first phone call if possible, and escalates service requests to other resources as needed</li>
<li>Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages</li>
<li>Displays an ability to patiently walk a user through the steps needed to address the issue</li>
<li>Fast turnaround of customer requests - quickly and correctly identifies the user's issue or problem, recommending the most efficient solution to address the issue</li>
<li>Answers all web-based inquiries and phone calls within the response time goals for the Service Desk</li>
<li>Documents basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineers</li>
<li>Ability to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team members</li>
<li>Handles difficult situations calmly and with confidence</li>
<li>Displays empathy for our technology users and their day-to-day challenges</li>
<li>Maintains good organization and follows each user service issue through to completion</li>
<li>Productively fills down-time to improve our technology infrastructure and our organization</li>
<li>Proactively makes suggestions for solutions to our most recurring user requests and technology service issues</li>
<li>Improves customer service, perception, and satisfaction</li>
<li>Other duties as assigned</li>
</ul>
Requirements:
<ul>
<li>Minimum high school diploma and 2+ years’ experience in end user technical support role in a related technical support discipline, or equivalent combination of education and experience</li>
<li>Relevant experience in a technical support role, creating help tickets and handling end user support </li>
<li>Advanced understanding of operating systems, business applications, printing systems, and network systems</li>
<li>Experience working with an IT managed services provider or IT consulting firm strongly preferred</li>
<li>Experience with ConnectWise and/or Kaseya preferred</li>
<li>Certifications preferred (e.g. CompTIA A+, Microsoft MTA/MCSA, etc.)</li>
<li>Strong verbal/written communication skills including telephony skills, active listening, and customer-care, and detailed documentation skills</li>
<li>Ability to translate "IT" speak for the customer and create tangible action items</li>
<li>Strong problem solving and diagnosis skills of technical issues, ability to "think outside the box"</li>
<li>Ability to multi-task and adapt to changes quickly while managing competing priorities</li>
<li>Technical awareness: ability to match resources to technical issues appropriately</li>
<li>Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services</li>
<li>Typing skills to ensure quick and accurate entry of service request details</li>
<li>Self-motivated with the ability to work in a fast-paced environment</li>
<li>Able to work in a team-oriented environment and communicate effectively</li>
<li>Current active drivers’ license with active auto insurance</li>
<li>Able to lift computer equipment, approx. 40lbs.</li>
</ul>
Why Work for Aqueity? 
<ul>
<li>Competitive salary: $45-60k depending on experience </li>
<li>Bonus program</li>
<li>Excellent healthcare benefits (medical, dental and vision)</li>
<li>Company paid basic dental, life and AD&amp;D, short/long term disability insurance</li>
<li>Retirement savings account employer match</li>
<li>Ongoing training and development</li>
<li>Paid Time Off program</li>
<li>In-office highly collaborative work environment, with partial remote work option</li>
<li>Business casual dress code</li>
<li>Quarterly company lunches</li>
<li>Fun work culture - on demand video games/foosball, team building events</li>
<li>The best coworkers you could ask for</li>
<li>Great place to learn and grow in IT!</li>
</ul>
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IT Help Desk Support Analyst

<h3>Job Description</h3>
Job Title: Special Education Help Desk Analyst Journeyman (Hybrid) Location: Washington, DC Duration: 12 Months+
Job Description: The Special Education Help Desk Analyst is responsible for providing support to client employees and external customers on various data systems, including PowerSchool. The Analyst must have experience with Special Education policies including the IEP process. The Analyst will serve as the initial point of contact for help desk support, create tickets in the official call tracking system, escalate complex or urgent issues, follow up with users, assist in the creation and maintenance of system documentation and training materials, conduct one-on-one and group user training, participate in small-sized projects, or components of a larger project, and submit weekly reports to supervisor.
Specific support areas for PowerSchool Special Programs:
<ul>
<li>Generate compliant documents related to the special education process, such as IEPs, progress reports, and other notifications.</li>
<li>Manage workflow and timelines related to compliance, such as IEP development, meeting scheduling, and reporting deadlines.</li>
<li>Track student progress, including academic performance, social-emotional development, and behavioral interventions.</li>
<li>Schedule, track, and manage service delivery, such as individualized special education services, related services, and accommodations.</li>
<li>Generate ad-hoc school and district reports, including list and analytical reports, to support data-driven decision-making.</li>
<li>Produce state and federal mandated reports, such as IDEA Part B and Section 504 reports.</li>
</ul>
Additional Information:
<ul>
<li>The Special Education Help Desk Analyst must have 3 years plus experience using PowerSchools.</li>
<li>The Special Education Help Desk Analyst must be able to work independently and as part of a team.</li>
<li>The Special Education Help Desk Analyst must have excellent customer service skills.</li>
<li>The Special Education Help Desk Analyst must be able to communicate effectively both verbally and in writing.</li>
<li>The Special Education Help Desk Analyst must be able to learn new software and systems quickly.</li>
<li>The Special Education Help Desk Analyst must be able to work under pressure and meet deadlines.</li>
</ul>
Objective: To provide support to client employees and external customers on PowerSchool Special Programs, enabling them to track and monitor the entire Individualized Education Program (IEP) process. Additionally, the objective of this position is to reduce and close outstanding tickets and monitor and respond to customer inquiries via phone and email. This will be accomplished by:
<ul>
<li>Prioritizing and addressing tickets in a timely and efficient manner.</li>
<li>Escalating complex or urgent issues to the appropriate personnel.</li>
<li>Providing clear and concise instructions to users to help them resolve their issues.</li>
<li>Following up with users to ensure that their issues have been resolved and that they are satisfied with the support they have received.</li>
<li>Monitoring customer inquiries via phone and email and responding to them promptly and professionally.</li>
<li>The goal is to provide the highest level of service and promote a culture of exceptional customer service in line with client values.</li>
</ul>
Scope Description: The scope of work includes the following:
<ul>
<li>Providing help desk support to client employees and external customers on PowerSchool: This includes user account management, responding to user inquiries, troubleshooting problems, and providing guidance on how to use the system.</li>
<li>Creating tickets in the official call tracking system to document user requests: This helps to ensure that all requests are tracked and addressed in a timely and efficient manner.</li>
<li>Escalating complex or urgent issues to the appropriate personnel: This ensures that issues that are beyond the scope of the help desk analyst are resolved quickly and effectively.</li>
<li>Following up with users to ensure customer satisfaction: This helps to ensure that users are satisfied with the support they have received and that their issues have been resolved.</li>
<li>Assisting in the creation and maintenance of PowerSchool system documentation and training materials: This helps to ensure that users have access to the information and resources they need to use PowerSchool effectively.</li>
<li>Conducting one-on-one and group PowerSchool user training: This helps to ensure that users have the knowledge and skills they need to use PowerSchool to its full potential.</li>
<li>Participating in small-sized projects, or components of a larger project related to Power School This may include tasks such as testing new features.</li>
<li>Submitting weekly reports to supervisor: This helps to keep the supervisor informed of the progress of the project and to identify any potential issues.</li>
<li>Boundaries and Limitations:</li>
</ul>
Deliverables: The following deliverables will be provided:
<ul>
<li>Help desk support to client employees and external customers on PowerSchool Tickets created in the official call tracking system</li>
<li>Escalated issues to the appropriate personnel</li>
<li>Follow-up with users to ensure customer satisfaction</li>
<li>System documentation and training materials</li>
<li>One-on-one and group user training</li>
<li>Participation in small-sized projects, or components of a larger project</li>
<li>Weekly reports to supervisor</li>
</ul>
Acceptance Criteria: The following acceptance criteria will be used to measure the success of the project:
<ul>
<li>Customer satisfaction surveys will be conducted to measure the satisfaction of client employees and external customers with the help desk support provided.</li>
<li>The number of tickets created in the official call tracking system will be monitored to track the volume of support requests received.</li>
<li>The number of tickets escalated to the appropriate personnel will be monitored to track the number of complex or urgent issues encountered.</li>
<li>The number of tickets resolved will be monitored to track the efficiency of the help desk support provided.</li>
<li>The quality of the system documentation and training materials will be reviewed by the supervisor and other stakeholders.</li>
<li>The effectiveness of the one-on-one and group user training will be evaluated by the supervisor and participants.</li>
<li>The quality and completeness of the weekly reports submitted to the supervisor will be reviewed.</li>
</ul>
Contractor/Service Provider Responsibilities The following acceptance criteria will be used to measure the success of the project:
<ul>
<li>Customer satisfaction surveys will be conducted to measure the satisfaction of client employees and external customers with the help desk support provided.</li>
<li>The number of tickets created in the official call tracking system will be monitored to track the volume of support requests received.</li>
<li>The number of tickets escalated to the appropriate personnel will be monitored to track the number of complex or urgent issues encountered.</li>
<li>The number of tickets resolved will be monitored to track the efficiency of the help desk support provided.</li>
<li>The quality of the system documentation and training materials will be reviewed by the supervisor and other stakeholders.</li>
<li>The effectiveness of the one-on-one and group user training will be evaluated by the supervisor and participants.</li>
<li>The quality and completeness of the weekly reports submitted to the supervisor will be reviewed.</li>
</ul>
Quality Assurance:
<ul>
<li>There will be weekly trainings both formal and informal offered by the team lead and manager to ensure that all rules and regulations are followed and to address any questions or concerns. </li>
<li>The number of tickets created in the official call tracking system will be monitored to track the volume of support requests received.</li>
<li>The number of tickets escalated to the appropriate personnel will be monitored to track the number of complex or urgent issues encountered.</li>
<li>The number of tickets resolved will be monitored to track the efficiency of the help desk support provided.</li>
<li>The quality of the system documentation and training materials will be reviewed by the supervisor and other stakeholders.</li>
<li>The effectiveness of the one-on-one and group user training will be evaluated by the supervisor and participants.</li>
<li>The quality and completeness of the weekly reports submitted to the supervisor will be reviewed.</li>
</ul>
Skills:  SkillsRequired / DesiredAmountof ExperienceBachelor’s degree in IT or related field or equivalent experienceRequired10YearsExperience providing technical support via email, phone, web or in person to customers in a timely fashion.Required6YearsTicketing system experienceRequired6YearsProfessional experience communicate effectively both verbally and in writingRequired6YearsHas experience working to meet SLAsRequired4Years3 yrs.of experience with utilizing the PowerSchool system.Required3YearsExperience with Special Education policies including the IEP processRequired3YearsGenerate ad-hoc school and district reportsRequired3Years2 designing and revising training coursesRequired2Years2 yrs. conducting training in classroom, workshop, and seminar settingsRequired2Years4 days in the office and 1 days teleworkRequired
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Special Education Help Desk Analyst Journeyman

<h3>Job Description</h3>
Cohere is looking for a Lead Business Analyst to join our team! Experience with the Software Development Lifecycle (SDLC) and software development using agile methodologies such as Scrum, DevOps, SAFe, etc., and experience managing Help Desk and providing training.  You will join an advanced program to effectively manage diverse teams and cross functional stakeholders - invent your future and apply today!
You’ll Bring These Qualifications:
<ul>
<li>Active TS/SCI w/FSP is required.</li>
<li>Must be well versed in full systems development life cycle, strategic information planning, and knowledge management practices.</li>
<li>Ability to develop, lead and manage an end user facing help desk team.</li>
<li>Ability to train and educate new users, staff, and stakeholders.</li>
<li>Experience working with and managing expectations of multiple Product Owners.</li>
<li>Must be able to identify, communicate, and develop mitigation plans for risks to the program.</li>
<li>Demonstrated experience successfully managing disparately located personnel.</li>
<li>Demonstrated and current experience managing program delivering systems/tools/solutions in production, while transitioning to better technology solutions.</li>
<li>Must be able to provide oral and written discussion of analytical findings using narrative and graphic forms.</li>
<li>Must possess excellent communication skills and be able to facilitate and document meetings effectively.</li>
<li>Should be able to effectively communicate development progress using various Agile metrics, such as burn down, cumulative flow diagrams, and cycle time.</li>
<li>Should be able to identify symptoms for process improvement.</li>
<li>Ability to work independently with minimal guidance and supervision.</li>
<li>Able to identify and communicate sprint goals, create project outlines and timelines, and distribute responsibilities to team members.</li>
<li>Facilitate daily stand-ups, and meetings to monitor project progress and resolve any issues the team may be experiencing.</li>
<li>Shape team behavior through excellent management via the agile method</li>
<li>Remove project obstacles and roadblocks to develop solutions with team.</li>
<li>Ensure milestones are reached and deadlines are met throughout project lifecycle.</li>
<li>Build strong relationships with stakeholders, application users, and program owners.</li>
<li>Document progress and communicate to upper management and stakeholders.</li>
<li>Provide recurring or ad hoc project status reports.</li>
<li>Coordinate meeting invites, develop meeting agendas, facilitate meetings, develop meeting minutes.</li>
<li>The ideal candidate will be familiar with leveraging and administering Atlassian tools such as Confluence, Jira, as well as version control tools such as GitHub.</li>
<li>Working knowledge of the systems development life cycle, strategic information planning, and knowledge management practices.</li>
<li>Demonstrated experience working with and managing expectations of multiple Product Owners.</li>
<li>Possess analytic problem-solving skills.</li>
<li>Knowledge of computer software applications, including database technologies and programming languages</li>
<li>Excellent verbal and written communication skills</li>
<li>Detail oriented skills</li>
</ul>
Education &amp; Experience Required:
<ul>
<li>Candidate must have a Bachelor’s degree in Computer Science or equivalent</li>
<li>12 Years of job-related experience and High School/GED diploma</li>
<li>10 Years of job-related experience and Associates degree</li>
<li>8 Years of job-related experience and Bachelor’s degree</li>
<li>6 Years of job-related experience and Master’s degree</li>
<li>4 Years of job-related experience and Doctorate</li>
<li>Experience working in Agile, SAFe, and Scrum environments.</li>
</ul>
These Qualifications Would be Nice to Have:
<ul>
<li>Bachelor’s degree in computer science, software engineering, or related field of study</li>
<li>Experience with AGILE / DEVOPS a plus.</li>
</ul>
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Business Analyst Lead (Help Desk/Trainer)

<h3>Job Description</h3>
Benefits:
<ul>
<li>Competitive salary</li>
</ul>
Complete Description:
IT Help Desk Manager responsibilities Provides support and expertise on Windows OS and Mac OS devices, including imaging, troubleshooting software and hardware, and deploying to end users. Provides support and expertise with fixed and portable Audio/Video solutions. Provides support to all staff by utilizing professional methods that identify, clarify, analyze and produce solutions to IT problems. Serves as analyst to maintain, develop and improve systems. Works for the Chief Information Officer on all IT related projects. Provides analyses of the Department's internal IT systems and provides policy support regarding external IT systems as they relate to systems changes required to implement the health care programs for the District's publicly funded enrollees. Identifies problems and issues and conducts preliminary analysis of internal IT systems to help determine nature of requirements, logical work and information flows. Builds and maintains customer service relationships with all user groups. Keeps abreast of new developments and solutions in computer technologies. Establishes anticipated requirements for completion of work plans. Administers agency-wide network applications; provides technical support for the LAN/WAN environment and assists with end-user problems. Responsible for the implementation and daily operations of major computer hardware, software, and networks, including telecommunications and technical support services. Assists in configuring and supporting smart phones, and tablet devices. Troubleshoots all desktop and server-related problems and provides the necessary technical corrective action or forwards to management. Conducts maintenance and support of agency network and network applications. Provides technical support to other agencies technical, staff on the issues related to servers and related IT systems. Performs other related duties as assigned.

Help Desk Manager

<h3>Job Description</h3>
Sargent Electric Company (<a href="http://www.sargentelectric.com" target="_blank">www.sargentelectric.com</a>) - Consistently named one of the Top Fastest Growing Companies by the Pittsburgh Business Times.  ﻿Also, awarded Safety recognition by Specialty Trades Insurance Company for the large company bracket and The Association of Union Constructors! Established in 1907, Sargent Electric Company has since evolved into one of the largest electrical contracting companies in the area, providing comprehensive services to our clients.
We are looking for an IT System Help Desk Analyst (Hybrid) in our East Chicago, IN office.  The primary responsibilities of the position are to perform under minimal supervision IT related functions and assist the Information Technology Manager with initiative execution.
POSITION RESPONSIBILITIES:
<ul>
<li>Assist end-users with daily break/fix issues regarding laptops, desk phones, printers, tablets, and mobile devices as they arise.</li>
<li>Continually monitor the stability, accuracy, reliability, and availability of all systems and equipment</li>
<li>Prioritize escalated issues and inform appropriate management if outside support is required.</li>
<li>Responsible for assisting the Information Technology Manager in increasing the visibility and reliability of the department.</li>
<li>Provide Support for Microsoft O365 Applications </li>
<li>Help Maintain and Manage our Windows server infrastructure</li>
<li>Provide status updates of ongoing projects, initiatives and/or support issues to all relevant parties.</li>
<li>Work closely with Management to ensure the reliability and stability of the Company’s systems, up to and including research on proposed changes or improvements.</li>
<li>Other duties as assigned</li>
</ul>
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BASIC QUALIFICATIONS:
<ul>
<li>2+ years’ experience in Information Technology</li>
<li>Windows Server and Window’s software applications.</li>
<li>Microsoft Active Directory, Microsoft Group Policy</li>
<li>Microsoft O365, Microsoft SharePoint, Microsoft Teams, Microsoft Azure AD</li>
<li>A working knowledge of all major telecommunication equipment and systems.</li>
<li>VMware</li>
</ul>
PREFERRED QUALIFICATIONS:
<ul>
<li>2+ years’ experience in Information Technology</li>
<li>Dell Servers, Laptops, PC’s, Dell Compellent SAN</li>
<li>Microsoft Window 10, 11 and Microsoft Server 2016/2019/2022</li>
<li>Mimecast Cloud base Email Security</li>
<li>Viper Antivirus</li>
<li>Mitel Phone System</li>
<li>iOS Devices</li>
<li>Fiber Interoffice Connections</li>
<li>Utilize a ticketing/inventory system</li>
<li>Disaster Recovery testing and planning</li>
</ul>
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